Remote Technical Manager

Summary

Join our team as a Remote Technical Manager at CG Tech Services and lead our team of technicians in a fast-paced environment. You will be responsible for real-time monitoring and management of PSA, team leadership, technical escalation point, knowledge sharing, client support, problem resolution, process improvement, documentation, training and development, project management, stakeholder communication, and performance metrics.

Requirements

• Service-oriented, collaborative approach to client and teammate relationships
• Excellent spoken and written English communication skills, with the ability to relay advanced technical information to a technical audience
• Must be detail-oriented; provide consistent and timely follow-through and documentation
• Exemplary customer service skills, preferably with experience supporting external clients
• Ability to work under deadline and on schedule and to plan work so that it is completed on time
• Able to take the lead when needed, accept direction and feedback, and function as a member of a team
• Ability to work regular business hours in the Seattle, Washington time zone (Pacific Standard Time 8-5) and some after hours for emergencies, projects, or maintenance

Responsibilities

• Real time monitoring and management of PSA: All tickets on all service boards are monitored on a continuous basis to ensure they are moving forward and that customer support requests are actioned timeously
• Team Leadership: Lead a team of technicians in their technical activities, providing guidance on technical issues and fostering a culture of collaboration and continuous improvement in the technical sphere
• Technical Escalation Point: Act as the primary escalation point for technical matters across Windows environments, servers, and networking equipment. Resolve multi-level technical issues and provide strategic solutions
• Knowledge Sharing: Regularly share effective technical solutions, ideas, and industry best practices with the team to enhance their technical skills and problem-solving capabilities
• Client Support: Collaborate with clients to understand their technical needs, delivering tailored solutions that address their unique challenges
• Problem Resolution: Drive troubleshooting efforts, ensuring timely and effective resolution of technical issues, and documenting lessons learned to enhance team training
• Process Improvement: Develop and implement best practices and standard operating procedures to improve operational efficiency and service quality
• Documentation: Ensure all technical processes, solutions, and support incidents are well-documented for future reference and knowledge sharing
• Training and Development: Conduct regular training sessions and workshops for the team on emerging technologies and effective troubleshooting techniques
• Project Management: Manage and oversee technical projects, including system upgrades, installations, and migrations, ensuring completion on time and within budget
• Stakeholder Communication: Maintain clear and effective communication with clients and internal stakeholders regarding technical issues, project updates, and service enhancements
• Performance Metrics: Monitor team performance metrics and implement improvements based on feedback and data analysis to enhance service delivery and client satisfaction

Benefits

Opportunity for upward earning and career advancement